Evaluasi Kualitas Layanan Berdasarkan House of Quality : Studi Kasus Cafe di Bandung

Authors

  • Gandhi Pawitan Jurusan Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Katolik Parahyangan
  • Vivi Bunga Ratih Alumni Jurusan Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Katolik Parahyangan

DOI:

https://doi.org/10.26593/jab.v8i2.424.%25p

Abstract

Service quality of the restaurant operations is a focus in this paper. Two Cafe Restau-
rants were chosen, one as an research object - Cafe X, and other as its competitor
- Cafe Y. Customer satisfaction is observed from the customer of Cafe X, and de-
veloped a House of Quality from all this data. The result showed that all of quality
aspects have high importance rate which is explained that all of quality aspect are
importance for customer and has an impact to their satisfaction. The result also
showed some customer gave a lower satisfaction performance for some quality as-
pects that explained competitors had a better performance. The study provided some
suggestions to increase satisfaction performance with quality service development.
Keywords: service quality, service quality measurement, house of quality

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Issue

Vol. 8 No. 2 (2012)

Section

Articles

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The submitted article has never been previously publish in scientific journals, proceedings, or other electronic journals. The copyright of the accepted articles are belongs to Jurnal Administrasi Bisnis (JAB).